After teaching at Savannah College of Art and Design for close to five years, I found myself with over four hundred alumni, and I keep in touch with a large quantity of them through email. A strange pattern started to become evident in our communications: a lot of them are unhappy. … »

If there is a future for designers and marketers in big business, it lies not in brand, nor in “UX”, nor in any colorful way of framing total control over a consumer, such as “brand equity”, “brand loyalty”, the “end to end customer journey”, or “experience ownership”. It lies instead in encouraging behavioral change and explicitly shaping culture in a positive and lasting way. … »